Tag Archives: ITSMO

Crisis management as an extension of LITS’ major incident process

Emory has a robust and detailed process for dealing with faulty or misbehaving IT services through the creation and management of incidents in ServiceNow. Incidents are classified by the impact to the customer through the priority assigned to the incident. The higher the priority level, the greater the impact. P1 and P2 incidents, also known […]

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With a twinkle and a smile, Al Shelton departs after 34 years of Emory service

This week marks the last in a 34-year Emory career for applications developer and analyst, Al Shelton. It is hard for anyone to believe he’s actually leaving. “What?” says former co-worker Luciano Dalla Venezia. “I didn’t think he was ever leaving!” Hired at Emory in 1986 to promote the use of PCs and get users […]

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Britton among Atlanta’s poker elite

Enid Britton (IT Service Management Office) recently finished second in the Atlanta Poker Club (APC) Main Event and won a $1700 seat for an August or November World Series of Poker event in Cherokee, NC. She finished ahead of 187 players who are members of the APC. Had she won first place, she would have […]

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London calling: the ITSMO Team to upgrade ServiceNow tonight

Illustration of London skyline

Tonight, December 7, ServiceNow will be upgraded to the latest release, named London. ServiceNow releases are named after cities from around the globe. Our current version is Jakarta, and we will be skipping over the K release (Kingston) in order to move to the most current version supported by ServiceNow. In the last few years, […]

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Winston Huey, Application Analyst, ITSMO

Photo of new employee

Winston Huey is the newest application analyst to join the IT Service Management Office. Prior to his work at Emory, Winston spent a year as a front-end angular developer at Onetrust. He also spent 18 months as a team leader for logistics reporting systems at AT&T. Born in Hillsborough, NJ, Winston earned his bachelor’s degree […]

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Google Analytics shows positive impact from recent ServiceNow changes

The IT Service Management Office (ITSMO) is using Google Analytics to track customer  ServiceNow Service Portal usage, and they like the results so far. To improve the customer’s experience of using ServiceNow (SN), the ITSMO team added direct links to the automated emails that go out to users who use the system. In the past, these […]

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On-Call calendaring and paging in ServiceNow

Screen shot of new service home page

Beginning Thursday, August 30th, the IT Service Management Office (ITSMO) will be offering new functionality in ServiceNow for On-Call Calendaring and Paging (including most monitoring page notifications). This will be implemented for all LITS teams, as an alternative to EHConnect (SimonWeb) and Spok. Full availability of those systems will continue as normal until the transition is complete for all LITS teams and functions. […]

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